Dealing With Difficult Customers
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Dealing With Difficult Customers

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Strategies with dealing with difficult customers and staying in control of the situation.

Strategies with dealing with difficult customers and staying in control of the situation.

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Dealing With Difficult Customers Dealing With Difficult Customers Presentation Transcript

  • HOSTILE CUSTOMERS Without Becoming One
  • PRESENTED BY: Jim Marteney Professor of Speech Communication Los Angeles Valley College
  • WHO ARE YOURCUSTOMERS?
  • WHAT IS THE DIFFERENCE BETWEENUpset CustomerDifficult Customer
  • UPSETCUSTOMERCan be Fixed
  • STRATEGIES FORCONTROLLING AN UPSET SITUATION
  • DON’TARGUE
  • AVOIDBEING THE EXPERT
  • AVOIDCREATING MORE ANGER
  • WATCH YOURWORDSRed Flag Words
  • AVOIDPERSONALFEELINGS
  • 6 STEPS OF DEALING WITH UPSET CUSTOMERSStep One: Begin with a positive attitude Step Two: Let Customer Vent Step Three: Be Empathetic to the Customer Step Four: Demonstrate You Understand Step Five: Begin Active Problem Solving Step Six: Mutually Agree on the Solution
  • Step One: Begin with a positive attitude We are not born with an attitude.
  • Step One: Begin with a positive attitude Causes of poor attitude Low self esteem Fear Boredom Resentment Unresolved conflict
  • Step One: Begin with a positive attitude Keeping a Positive attitude Start each day fresh Enjoy the moment Surround with Positives
  • Step One: Begin with a positive attitude Two Types of People Fountains Drains
  • Step One: Begin with a positive attitude Glass half full?
  • Step One: Begin with a positive attitude Depends if you are Drinking or Pouring
  • Step One: Begin with a positive attitude “I see a glass that is twice as big as it needs to be.”
  • Step Two: Let Customer Vent Nothing can be solved while customer is angry
  • Step Two: Let Customer Vent Venting allows anger to subside
  • Step Two: Let Customer Vent Zip Your Lip Accept Anger Don’t take it personally Listen Carefully Never Say “Calm Down
  • Step Three: Be Empathetic to the Customer Whats the Difference between hearing and listening?Listening is a learned skill.
  • Step Three: Be Empathetic to the Customer 3 Levels of Communication Words 7% Paralanguage 38% Nonverbal 55%
  • Step Three: Be Empathetic to the Customer 2 Types of listening Deliberative Focus on Words Empathic Focus on Speaker
  • Step Four: Demonstrate You Understand Paraphrase
  • Step Five: Begin Active Problem Solving
  • Step Five: Begin Active Problem Solving Friendliness Understanding Fairness Information Options and Alternatives Control
  • Saying NoHard NoService No
  • Saying NoHard No “That’s not our policy.” “That’s not my job.” “I’m not allowed to do that.” “I have no idea.”
  • Saying NoService No Phrase 1 What I will do is... Phrase 2 What you can do
  • Step Six: Mutually Agree on the Solution
  • Remember
  • Remember Make customer part of solution Ask Informative questions Don’t display power Look for underlying reasons Be professional
  • CUSTOMER SERVICE “The Apple Way”
  • CUSTOMER SERVICE “The Apple Way”
  • There are:326 Apple Stores 60,000,000 customers
  • Apple Stores had more customers than Walt Disney’s 4 largest theme parks.
  • Apple deals with angry, frustrated customers
  • The A’s of Apple Service
  • The A’s of Apple Service A - Acknowledge that their concerns are valid
  • The A’s of Apple Service A - Acknowledge that their concerns are valid A - Align with the customer, agreeing that you would feel the same in their shoes
  • The A’s of Apple Service A - Acknowledge that their concerns are valid A - Align with the customer, agreeing that you would feel the same in their shoes A - Assure the customer that you will be able to solve their problem to their satisfaction
  • Emergency First Aid forEmotional Customers
  • Look for Underlying Cause of Reaction. Frustration Fear Confusion
  • Reassure the Customer that You are Here to Help
  • Listen and limit your responses “Uh-huh” “I understand”
  • Apologize when Appropriate “On behalf of Apple, I would like to apologize for...”
  • Are you feeling anxious? Is your breathing getting shorter and faster? Take deep controlled breaths
  • Take Notes Even when customer venting Save time later Help listening without interrupting
  • Acknowledge the customer’sunderlying reactions “I can certainly understand how frustrating this can be.” “I know this can seem very confusing.”
  • Remember
  • You are theProfessional